Tomasz Wayne Siwik
Gliwice
Summary
Proven Service Desk Analyst at Wipro IT Services Poland, adept in Remote Technical Support and Incident Management, enhanced customer satisfaction through efficient problem-solving and empathetic client relations. Leveraged ITIL knowledge and interpersonal skills to reduce ticket resolution times significantly, demonstrating a commitment to excellence and teamwork in high-pressure environments. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Astute [Job Title] with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Service Desk Analyst
Wipro IT Services Poland
03.2023 - Current
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Coordinated hardware replacements/upgrades when necessary for end-user devices.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Answered user product attribute and usage questions to promote satisfactory product ownership experience.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
- To provide 1st line technical support, answering support queries via phone, email, Chat and Web
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
To take ownership of user problems and be proactive when dealing with user issues.
Logging / verifying customer details
Identifying the issue and categorizing / prioritize the incident
Creating a ticket in CRM tool like ServiceNow
Referring KB for workaround / resolution and attempting resolution
Strong interpersonal skills are a prerequisite.
Ability to work effectively in a dispersed team and individually.
Ticket re-assignment to L2/L1.5 if ticket unresolved by L1 (wherever applicable)
Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)
Routing / Chasing of tickets with other Resolver groups
Recording trend of calls and identifying outages proactively
Callbacks for customer not reachable cases & customer request
Identifying the trend of calls / tickets and highlighting it to L1.5 / Team Lead as applicable for outage confirmation
Creating child tickets and tagging them with problem ticket
Callback the user and confirm resolution (wherever applicable)
Trouble shooting issues related to G-Suite email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc. as per scope document and SOW
Handling issues using Remote tools.
Makes recommendations for updates to the KB database
Recruiter
Pronobel Sp. Z.o.o
02.2019 - 01.2021
- Recruitment from Bulgaria for work in Germany
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
- Coordinated schedules to arrange management interviews with applicants.
- Built strong relationships with internal and external candidates to ensure an excellent hiring experience.
- Managed high-volume requisitions in a timely manner to meet client staffing needs efficiently.
- Assisted with onboarding and orientation of new hires to expedite acclimatization process.
- Advertised job opportunities on social media platforms and job boards.
- Enhanced recruitment process for faster hiring by utilizing various sourcing tools such as job boards, social media, and networking events.
- Developed recruiting strategies to identify qualified candidates and build network.
- Studied job descriptions and qualifications to determine applicant requirements.
- Collaborated with internal teams to continuously improve recruitment processes and execute as efficiently as possible.
- Created engaging job postings that accurately reflected position requirements while showcasing company culture.
- Operated and maintained applicant tracking and candidate management systems.
- Placed advertisements, evaluated applicant credentials, conducted initial interviews and pre-screening assessments.
- Emphasized job benefits and perks to applicants to improve organization's attractiveness.
Sales Consultant
CallCentrix
05.2017 - 08.2018
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Provided sales and customer service assistance to walk-in traffic
- Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
- Accepting complaints
- Followed up with existing customers to provide additional support and address concerns.
- Responded to telephone and in-person requests for information.
- Maintained sense of urgency in answering customer questions and requests through email or voice message.
Receptionist
Holiday Inn Express Bristol Filton
04.2016 - 05.2017
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Taking care of mails and e-mails
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Answered central telephone system and directed calls accordingly.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Operated multi-line telephone system to answer and direct high volume of calls.
Courier
DHL Smoke Lane
11.2015 - 04.2016
- Greeted recipients, delivered packages, and parcels and acquired proper signatures for all deliveries.
- Completed daily delivery assignments while adhering to strict time constraints, ensuring consistent service quality.
- Enhanced customer satisfaction through timely deliveries and professional communication with clients.
- Adhered to all traffic laws while operating company vehicles for safe transportation of goods.
Kitchen Chief
Frankie & Benny's
03.2015 - 11.2015
- Reduced food waste by closely monitoring inventory levels and implementing proper storage techniques.
- Maintained detailed records of maintenance schedules for kitchen equipment, scheduling repairs as needed to minimize downtime in operational capacity.
- Stayed up-to-date with industry trends by attending professional conferences, workshops, and networking events, applying learned knowledge to improve daily operations within the kitchen space.
Education
High School Diploma -
Timberline High School
Boise ID USA06.2012
Skills
- ITIL Knowledge
- Remote Technical Support
- Incident Management
- Client Relationship Management
- Network Troubleshooting
- Remote Support
- Client Relations
- Service Level Agreements
- Hardware troubleshooting
- Technical Support
- Hardware support
- Software Support
- System Administration
- Performance Assessment
- Documentation
- Database Management
- Escalation management
- Guest Services Agent training
- Local attraction knowledge
- Guest complaint resolution
- Guest communication
- Asset Management
- Guest inquiry resolution
- Information Security
- Account Management
- Load testing
- Teamwork and Collaboration
- Hardware and Software Repair
- Interpersonal Skills
- Customer Service
- Microsoft Windows and Office
- System Maintenance
- Help Desk Support
- Technical Troubleshooting
- MySQL
- Desktop support
- Problem-Solving
- Organizational Skills
- Call Management
- User Support
- Hardware Configuration
- Friendly and Patient
- Software Evaluation
- Computer Diagnostics
- Customer service expert
- Software diagnosis
- Device Installation
- Customer Needs Assessment
- Application support
- Staff education and training
- Incoming Call Management
- Active Listening
- Report Preparation
- Software Upgrades
- Software Patches
- Application installations
- System optimization
- Technical issues analysis
- Hardware upgrades
- Online Chat Support
- User Training
- Error Detection
- Collaborative Team Player
- Laptop Servicing
- Troubleshooting Network Issues
- Support Services
- Creative Issue Resolution
- Call Center Operations
- Account Administration
- Tracking and Documentation
- System Performance Assessments
- Computer System Diagnostics Software
- Hardware and Software Configuration
- Technical Documentation
- Emergency Service Coordination
- System Configuration
- Service Desk Team Management
Additional Information
Born January 28, 1993
Citizenship: Polish, USA
I finished high school in the USA. I have the ability to work in...
group, conscientious and scrupulous execution of instructions, punctuality and
high interpersonal skills, my current position involves:
constant telephone contact with the client. I am very sociable,
I learn quickly. The ability to work under pressure and work organization, I like
I can learn new things and make new contacts quickly. Very
I am good at working individually. I am no stranger to challenges.
I have a category B driving license
Languages
Polish
Native language
English
Advanced
C1
Bulgarian
Advanced
C1
Russian
Intermediate
B1
Timeline
Service Desk Analyst
Wipro IT Services Poland
03.2023 - Current
Recruiter
Pronobel Sp. Z.o.o
02.2019 - 01.2021
Sales Consultant
CallCentrix
05.2017 - 08.2018
Receptionist
Holiday Inn Express Bristol Filton
04.2016 - 05.2017
Courier
DHL Smoke Lane
11.2015 - 04.2016
Kitchen Chief
Frankie & Benny's
03.2015 - 11.2015
High School Diploma -
Timberline High School
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